How to Shop in Retail: A Primer on Etiquette and Rules to Live By

I wanted to write this article for years and finally found some time!? For more than 21 years, I have worked for a major department store - mostly weekends. #Retail is a great place to sharpen customer service and sales skills, plus the benefits can be very helpful when you are starting a business or a solopreneur. I love my job, co-workers, and the management and it is a great way to get out of my home office and socialize with other people.? Per my experience, I am sharing some thoughts and helpful views to help people have a more productive shopping experience as the holidays rapidly approach.?

Requesting Help

Many retail stores are running so thin that associates are covering multiple departments, working with little support, and dealing with more tasks than ever. If, upon approach, an associate seems stressed - don’t take it personally.? Also, many stores are directing customers to use self-service options - whether it is “buy online, pick up in the store” or using your phone and the store app to check prices or availability of merchandise. A majority of people are adept at using cellphones and that should be your go-to before approaching an associate. And, no - there is nothing “in the back”, with technology and rapid replenishment - folks- the back is empty except for freight that needs to be processed and run out.? Self-service lowers costs. Try other methods before approaching a sales associate - if you can find an associate.?

Do Not Touch the Garment Racks or U-Boats

If a garment rack or U-Boat is in an aisle and it does not have a sign on it, please do not touch it. Do not disturb merchandise on U-Boats or garment racks. The merchandise is generally organized and is prepped for running back to the floor. The merchandise may be returns from customer service or freight that is being put out.? Touching a garment rack or U-Boat is akin to a colleague sitting down at your office desk and using your computer or riffling through your papers.

Be Nice to the Retail People

1. Never assume retail people are low paid, un-educated folks who can’t do anything but work in retail.? That may be true in some instances, but….well…I work retail and many of my colleagues are entrepreneurs, have advanced degrees, are super intelligent and quite talented. Many are college students working their way through school. Chances are…we are smarter than you. Treat us with the respect you would for any colleague or vendor.?
2. People who are nice to the retail people sometimes get extra discounts, told about special sales coming up, or get access to things that only the retail people know about. A long-time customer who became a friend of mine was able to score cool things like $1 hats that were not out on the floor yet. Nice people get rewarded. Not nice people do not and we remember who you are and talk amongst ourselves warning other associates about you - and that goes for “piggies” who constantly make a mess of things..?
3. When you go above and beyond, we do also - nice customers get rewarded within our power of conferring rewards. Taking your stuff out of the fitting rooms, going beyond and putting it back, just being nice generally - can get you special treatment right back at ya’.?

Complain about Things Within Control

Associates do not control prices, location of merchandise, whether something is in stock or not, coverage on the floor, the temperature of the building, or whether Christmas music is playing too early or not.? Complain about things that are within the store’s purview and be aware that there are RULES that do apply when it comes to coupons, pricing, and shopping conduct. Not happy with the level of staffing or merchandising options - call or write corporate - you will be helping us out too.?

Retail Stores are a Place of Business

Associates are not baby-sitters and are not responsible for your children’s behavior. Children need to be under the supervision of responsible parents. Do not leave your baby in a fitting room while you shop, do not leave your under 10 year olds roaming the store or in the toy department while you shop, ensure your children do not play with merchandise that will inevitably cause them harm, stand up in or race shopping carts,? or let them run wild throughout the store. And, please ensure your children speak at a volume that only those nearest them can hear. No one appreciates a screaming, whiny, child or endlessly crying baby - take them out of the store- please. Please. And, hangers are not swords.?

Do Not Pull the Race Card

If you are denied a discount or are reprimanded for a behavior that is not acceptable in the store (such as tearing apart every folded shirt on a U-Boat that I prepared to run to the floor), do not immediately assume the situation is because of the ethnicity or color of your skin. Trust me, it is because of your behavior or lack of attentiveness to the rules associated with the use of a coupon or store policy.?

We Know You Will Make a Mess, But

1. It is not necessary to tear up a merchandise table that was just neatly folded or knock half of it off the shelf ... .and leave it to be a trip hazard for another customer on the floor.
2. Leave half of the clothes you brought in the try-on room. Especially in a handicapped person designated room - all over the seat and railings.?
3. Pick it up. Simple as that, pick it up.?
4. Many stores have garbage cans. Use them.
5. Fitting rooms are not bathrooms.?
6. Make sure you throw up in the garbage can. Better yet, don’t come shopping if you feel ill or your child is ill.?
7. Building forts out of pillows, opening toys and playing with them, using spit to color on paint with water books, throwing stuff around ... .not acceptable behavior.?

A Few Other Annoyances

1. It is not necessary to price-check an entire cart of merchandise (and inevitably leave ? of it at the price check). Chances are the price sticker is what you will pay and read the price sign to verify the price before putting it into your cart.?
2. Do not “shop at the register” - it holds up the other customers behind you who know exactly what they want to buy and want to go home.?
3. Speaking of which, pay attention and have your coupons and loyalty cards, etc. ready to go when you arrive at the register. You already stood in line for quite some time - instead of talking on your cellphone - use it to get your stuff ready for the cashier.?
4. Make sure you have your glasses and eyewear with you when you shop, so you do not have to have a stressed associate read you every price of items you want to buy because you can’t see properly.?
5. We and everyone can hear you when you talk on your cellphone. I personally don’t really care about your divorce, business meeting, your friend was nasty to you, etc. Be mindful that everyone can hear everything you say.? Sometimes though the conversations are quite interesting and amusing - thanks for some fun conversation.?
6. Stores have rules and policies for a reason - there may be some latitude over enforcement at the store level - but honestly - not as much as in the past. Don’t argue or accuse or threaten when it is out of the control of the associate or store management. Accept it. Accept responsibility for not paying attention to coupon dates or store policies printed on receipts as well. Take it up with Corporate.?
7. In a DEPARTMENT store, there are departments. If a fitting or try-on room is in the middle of a womens clothing area it is for WOMEN/GIRLS only - same with men. If I throw you out because you are a MAN in a woman’s fitting room - where girls are trying on dresses and bras sometimes with the door open - DO NOT and I mean do not argue with me or stupidly point out that “there are no signs”.? If you are stupid enough to not realize that the fitting room is in the middle of women’s clothing and don’t understand what a department store is - I have no words further. That pisses me off more than anything. I have had women call the police on cell phones because men were in the young girls fitting room.?
8. Everyone is quick to complain, but if an associate does something really nice or goes above and beyond - take a few minutes and write a compliment or speak to a manager. Managers are so used to hearing complaints that they would love to hear compliments. It also helps reinforce positive behavior, makes all of us feel good, and may help the store get extra benefits - like another pizza party.?

Don’t Get Involved - Go to Management

A fellow associate and I had a major blowup outside a fitting room. The associate was not following my instructions on how to process the returns. Regardless of what I told this person (multiple times), she did not listen which ultimately culminated in my losing my patience and control and yelling at her. I yelled at her which was completely wrong of me to do.? A handful of horrified customers got involved - saying they would walk out and not buy anything because of my behavior - told me they were going to complain to the manager, etc.? What these folks were unaware of was that the associate and I were friends for more than five years - went to Dunkin Donuts outside of work even.? She has a tendency not to listen, it was not her department and, technically, she should have listened to me.? Walking out and not buying anything is quite extreme…going to the manager out of concern is warranted. There was another story of a customer butting into a conversation I had with a fellow associate as we were folding a merchandise table. Out of nowhere this customer accuses us of talking about her friend - we were like “who the hell are you? And why are you listening to our conversation while we are working?”. That is rudely eavesdropping and not your concern.? It is not your job as a customer to involve yourself in associate matters. Let the management handle it - report it to management by all means - but do not get involved directly.?

But It is Your Job….

I know exactly what my job is - my title is Sales Clerk or Cashier. I am not a janitor, babysitter, psychologist, or personal shopper…in some cases, I may be a psychologist and I enjoy being a personal shopper, but that means I am going above and beyond. Please don’t tell me what my job is. I don’t think you appreciate it when someone tells you what your job is supposed to be or not to be.?

Finally.....

There is absolutely no excuse for outright rudeness or incivility of any kind on either side. My main point is that? people? seem to forget that a retail store is a place of business and that associates are salespeople first and foremost. It is important to consider the conditions that many associates are working under - limited resources, tools, and staffing and as much as we want to help you - it sometimes is difficult. The holidays are approaching which is even more stressful for everyone. Be mindful of store policies and rules. Associates are here to serve you, but are not servants. We do the best we can in providing help and support and many of us are in retail because we like to help people - it isn’t the money - right?? Just be kind, respectful, and patient not only to associates, but also to other customers.? And - Happy Holidays!??

#retail #holidayshopping #etiquette #benicetoretailworkers #shopping